Customer Operations Associate – Support Agents

About the role

As a Customer Operations Associate at Ethos, you will deliver an exceptional experience to both new and existing customers and insurance agents who refer business to the company. The role demands a relentless focus on the customer, strong attention to detail, problem‑solving abilities, and excellent communication skills in a fast‑moving environment.

Key responsibilities

• Ensure accurate communication of policy status and agent compensation.
• Become proficient with systems handling consumer policy information and partner agent data.
• Understand and convey complex agent payments and contract details.
• Provide top‑tier service via email, live chat, SMS, and phone for agent‑related inquiries.
• Develop deep knowledge of Ethos products and processes to support agents and act as a resource for partnership account managers.
• Identify agent needs, process requests efficiently within defined service levels, and build rapport through clear communication.
• Meet individual and team support goals while identifying opportunities for process improvement.

Required profile

• 1–3 years of experience in customer support, success, operations, or a related role.
• Detail‑oriented, especially when handling agent compensation and contract details.
• Bachelor’s degree preferred.
• Strong intellectual curiosity and a drive to solve problems.
• Excellent time‑management, organization, and prioritization skills.
• Ability to adapt quickly to change while maintaining attention to detail.
• Strong phone presence, screen navigation, and written communication abilities.